Refund policy

Returns & Refund Policy

At Leela The Store, each piece is handmade by skilled artisans and chosen with care. Because of the handcrafted and often fragile nature of our products, please read our policy below before placing your order.

Handmade & Colour Variations

All our products are handcrafted. Slight variations in colour, finish, grain, carving, and size are natural characteristics of handmade goods and are not considered defects. These variations are what make each piece unique. Product photographs are for reference, and minor differences from the image received are to be expected.

Unboxing Video — Required for Any Claim

A clear, continuous unboxing video is mandatory to raise any claim for a damaged, broken, or incorrect item. The video must:

  • Begin before the package is opened, showing the sealed, undamaged outer packaging and the shipping label
  • Show the product being removed from its packaging in one continuous, unedited recording
  • Clearly capture the damage or issue

Claims without a valid unboxing video cannot be accepted, as we are unable to verify the condition in which the item was received.

Transit Damage

If an item arrives damaged or broken, you must notify us within 48 hours of delivery, along with the unboxing video and clear photographs of the item and packaging. Once verified, we will offer a replacement or refund.

Liability After Opening

Our liability covers damage that occurs in transit and is evidenced by the unboxing video. Once the product has been opened and confirmed intact, Leela The Store is not liable for any breakage, damage, or wear that occurs thereafter due to handling, use, placement, or accidents.

Refunds & Replacements

Refunds or replacements are offered only where credible evidence (a valid unboxing video and supporting photographs) confirms the item was received damaged, defective, or incorrect. Where evidence is insufficient or inconclusive, we reserve the right to decline the claim.

Approved refunds are processed to the original payment method within [7–10] business days. Replacements are subject to stock availability; where a replacement is unavailable, a refund will be issued.

Return Shipping

For approved claims, Leela The Store will arrange and pay for return pickup of the item. Please keep the product and its original packaging intact until the pickup is completed. We do not reimburse return shipping arranged independently by the customer without our prior confirmation.

Non-Returnable Items

We do not accept returns or offer refunds for:

  • Change of mind or buyer's remorse
  • Made-to-order or customised pieces (unless received damaged, with valid unboxing video)
  • Colour, finish, or size variations inherent to handmade products
  • Items damaged after opening or through customer handling
  • Sale or discounted items, unless received damaged

Cash on Delivery (COD) Orders

For COD orders that are refused at delivery, returned undelivered, or repeatedly unavailable for delivery, return freight and handling charges may be deducted from any applicable refund, or charged for future orders.

How to Raise a Claim

Email us at [info@leelathestore.com] within 48 hours of delivery with your order number, the unboxing video, and photographs. Our team will respond within [2–3] business days.